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B2B/Enterprise software professional with a successful track record building and globally scaling Customer Success, Professional Services, Customer Support, and Managed Services teams.Extensive experience delivering tangible ongoing value to customers via implementation, training, business consulting, account management, and customer support. Proven successes with eCommerce, invoicing, payments, tax calculation, compliance, risk, spend management, global trade, workflow, data management, healthcare technology, and other B2B/Enterprise software solutions.Specialties: • Using automation and AI to reduce the time and cost of implementation, account management, and support.• Operational Scaling: High Growth / Start-up• Turnaround / Transformation / Optimization• Global Teams, especially India• Regulated Industries (Tax, Healthcare, Legal, Banking)
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Chief Client OfficerFinalsiteFlorida, United States
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Svp Customer SuccessModmed Dec 2020 - PresentBoca Raton, Florida, UsModMed's mission is to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes.I am fortunate to lead the award winning ModMed Customer Success team. We drive customer delight and execute ModMed's mission and vision throughout the entire post-sale customer journey of Implementation, Training, Customer Support, Customer Success Management, ModMed University, Business Services, Business Consulting, Technical Services, and Partner Success, with Customer Success Ops tying it all together. -
Steering Committee MemberUniversity Of South Florida Muma College Of Business Mar 2021 - Dec 2023Tampa, Fl, UsSteering Committee Member for the Customer Experience Certificate Program at the USF Muma College of Business. -
Svp/Head Of Professional ServicesThomson Reuters Aug 2018 - Nov 2020Toronto, On, Ca• Executive leadership team member, reporting to President of Corporates Customer Segment. • Ran $110M Professional Services P&L within the $1.4B Corporates Customer Segment, a global business providing tax, legal, compliance, and risk solutions to companies of all sizes. • Delivered all implementation, training, business consulting, managed services, premium support, and custom software development. • Managed a team of 400+ serving customers across Americas, EMEA, and Asia Pacific. • Partner Success: Train, certify, enable, and develop relationships with partners to scale out global delivery model (1000s of FTE capacity).• Sell the value of services in new logo B2B enterprise software deals, upsell follow on services to existing accounts. -
Vp, Professional ServicesThomson Reuters Aug 2012 - Jul 2018Toronto, On, Ca• 2/2015 - 7/2018: Ran PS operations and P&L for the ONESOURCE portfolio of Corporate Tax solutions.• 8/2012 - 1/2015: Ran PS operations and P&L for Indirect Tax and Property Tax solutions.
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Sr. Director, Customer Advocacy (Customer Success)Thomson Reuters Jan 2010 - Jul 2012Toronto, On, Ca• Ran Customer Success for TR's global Indirect Tax business: renewals, upsell/cross-sell, retention, adoption, technical support, account management, CSAT. • Delivered 99% net revenue retention on ~$50M BoB during a perpetual to subscription revenue transition.• Increased CSM driven sales 300% through new upsell/cross-sell programs. • Also had responsibilities during this time running Technical Operations for some cloud products.
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Vp, Customer Support And Technical OperationsSabrix (Acquired By Thomson Reuters) Jan 2009 - Dec 2009Carrollton, Tx, Us• Ran Customer Support and Success for SMB customer segment: technical support, CSAT, renewals.• Ran Technical Operations team responsible for high transaction volume, highly available cloud based Indirect Tax solutions. -
Director, Technology And Information SecuritySabrix (Acquired By Thomson Reuters) Jan 2007 - Dec 2008Carrollton, Tx, Us• Built techops/infrastructure using public cloud/PAAS solutions to execute company's "On Premise to SaaS" strategy. Scaled to 150+ new cloud customers before the business was sold to Thomson Reuters.
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Director, Managed ServicesMarketlive, Inc. (Acquired By Kibo Commerce) Nov 2004 - Jan 2007Petaluma, Ca, Us• Built Technical Operations team and ran datacenter and techops for 100+ ecommerce websites processing $2 billion in annual transactions.• P&L responsibility for Managed Services business. • Acting Director of Customer Support (2005), P&L responsibility for support and maintenance.• Built information security function. Launched Visa PCI DSS compliance program. -
Information Security ConsultantThe Gap Jun 2004 - Nov 2004San Francisco, California, Us3 month sabbatical to earn CISSP certification followed by information security consulting work for GAP. Conducted risk assessments for ecommerce and other enterprise IT projects. -
It DirectorFirst Data Corporation Jan 2001 - May 2004Brookfield, Wisc., Us•Built corporate technology infrastructure for eONE Global, FDC's internet payments division.•Managed business systems integration (Salesforce.com, Oracle financials), data centers, and corporate IT systems for acquired portfolio companies (GovConnect, Govworks, Taxware, Brokat, SurePay). -
It DirectorWalker Digital, Llc. Jul 2000 - Dec 2000Managed technical operations for a real-time web-based market research service developed by Pulse, a Walker Digital portfolio company (Jay Walker / Priceline founder). The business was cut short due to the dot.com bust.
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It ManagerC-Change Jan 1999 - Jul 2000Ran corporate technology infrastructure/ops for a management consulting company.
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Senior ConsultantQuickstart Inc. Feb 1997 - Dec 1998Austin, Texas, UsStaff consultant at a Microsoft Certified Partner and Certified Trainer. Implemented Microsoft technologies at Global 2000 companies. -
Project Manager (Final Position)Charles Schwab Aug 1993 - Feb 1997Westlake, Texas, Us•Project Manager: Ran software development projects focused on automating trading and settlement processes. •Institutional trader: Mutual Funds trading desk. Earned series 7 & 63 licenses, CFA level 1.•Account operations specialist: performed back office account maintenance tasks.
Rich Alessi Skills
Rich Alessi Education Details
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San Francisco State University, Lam Family College Of BusinessManagement -
California State University, ChicoFinance
Frequently Asked Questions about Rich Alessi
What company does Rich Alessi work for?
Rich Alessi works for Finalsite
What is Rich Alessi's role at the current company?
Rich Alessi's current role is Chief Client Officer.
What is Rich Alessi's email address?
Rich Alessi's email address is ri****@****ail.com
What is Rich Alessi's direct phone number?
Rich Alessi's direct phone number is +192554*****
What schools did Rich Alessi attend?
Rich Alessi attended San Francisco State University, Lam Family College Of Business, California State University, Chico.
What skills is Rich Alessi known for?
Rich Alessi has skills like Saas, Cloud Computing, Professional Services, Enterprise Software, Salesforce.com, Management, Start Ups, Business Process, Cross Functional Team Leadership, It Management, Consulting, E Commerce.
Who are Rich Alessi's colleagues?
Rich Alessi's colleagues are Sheryl J., Jacinda Grannas, Tamatha (Clary) Leuschen, Luke Fieser, Magdalena Hyra, Brooklyn Child, Charles York.
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